Case Study

ITSM, ITOM & CSM Platform on ServiceNow — Secure Customer Service Architecture

Architecture, implementation, and go-live support for a secure, multi-tenant ServiceNow platform — replacing email and phone-based customer service with standardized, automated workflows for internal teams and external customers.

Business Challenge

• Rising operational and rollout effort for customers in the network and security domain, with no scalable process to manage it
• Customer service processes were limited to email and phone — no tracking, no automation, no audit trail
• Different organizational units operated with inconsistent processes, blocking standardization
• No secure, scalable platform existed to separate customer data while serving multiple tenants from one environment

The objective was to:

• Replace email/phone-based service processes with a tracked, automated ServiceNow workflow
• Architect a multi-tenant platform with strict data and tenant separation
• Standardize customer-facing processes across organizational units
• Deliver a centralized self-service portal for external customers
• Enable the customer to independently extend and configure the platform post-go-live

Solution

• Built an architectural model centered on data and tenant separation, security, and ServiceNow licensing alignment
• Implemented security controls via ACLs and scoped applications to enforce strict tenant isolation
• Configured ServiceNow Foundation, Incident Management, Change Management, Request Fulfillment, and CMDB
• Conducted code reviews and defined UX guidelines to ensure consistency and platform quality
• Delivered a centralized, multi-tenant customer portal — ticket creation, status tracking, knowledge base access, and back-office integration
• Reviewed and improved the initial implementation for security, performance, and scalability
• Enabled customer self-sufficiency through shadowing and live coaching during configuration activities

Key capabilities include:

• Multi-tenant architecture with ACL-based, scoped-application data separation
• Incident, Change, and Request Fulfillment processes built on ServiceNow Foundation and CMDB
• Centralized self-service customer portal with knowledge base and ticket tracking
• Back-office system integration for end-to-end process continuity
• Reusable, secure portal architecture designed for high reusability across tenants
• Live coaching and shadowing model for customer-led configuration and extension

Business Impact & Value

Operational Impact

• Standardized customer-related processes and workflows across all business units
• Improved predictability and reliability of the IT environment, reducing risk of errors and service disruptions
• Enhanced security, performance, and scalability through architectural review and improvement
• Customer’s team now independently implements and extends ServiceNow configurations

End-User Impact

• Self-service ticket creation and submission through a centralized portal — no more email or phone calls
• Real-time visibility into ticket status and resolution progress
• Direct access to knowledge base resources for self-help, reducing dependency on support staff
• Consistent, transparent service experience across all customer interactions

Summary

Teiva Systems architected and delivered a secure, multi-tenant ServiceNow platform combining ITSM, ITOM, and CSM — replacing manual email and phone-based service with standardized, automated workflows, ACL-enforced tenant isolation, and a centralized customer portal, while enabling the customer to independently extend the platform going forward.

Talk with our experts

For USA

Raphael Holdermann

Co-founder & Chief Customer Officer at Teiva Systems USA

Raphael is a client-focused leader known for his big-picture business vision and entrepreneurial acumen, having successfully launched organizations, turned around challenged businesses and rapidly scaled programs for small to large enterprises in the ServiceNow ecosystem.

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Dach region (Germany, Switzerland & Austria)

Kostya Bazanov

Co-Founder & Director at Teiva Systems Germany

Kostya has been developing and extending the business footprint of Teiva Systems in the DACH region. Being a trusted advisor and a ServiceNow solution architect since 2012, he offers reliable and quality business and IT solutions, products, and services to our clients.

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Other countries

Oleksii Konakhovych

Co-Founder & CTO at Teiva Systems

Oleksii working with ServiceNow since 2007 and inspired by the opportunity to build a process design and platform architecture. Oleksii using a years of experience to be a few steps ahead of the challenges. Our customer will have the best result and noticeable improvements in the quality of work.

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